Marketing Research Storyboard- C Fletcher

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Why a Member Retention Program is Important?

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  • Today: Current Members
  • Probability to retain members
  • Where are we today?
  • Successful Open Enrollment
  • How did we get here?
  • Marketing Campaigns that increased membership via social media
  • Funding and services supported by the government
  • 
  • I'm staying with MetroPlus!
  • Potential Disenrollment
  • I'm switching to Healthfirst!
  • Where will we end up?
  • Deductibles 
  • Healthcare set to cost 10K per person (Leonard, 2016)
  • Healthcare in the Future
  • Unhappy customers
  • Affordable Care Act (ACA) potentially getting eliminated
  • Technology will be used in all aspects of healthcare
  • We will administer surveys to consumers about their perceptions on health plans and determine what factors motivate them to stay with their current health plan. 
  • Capitalize on the Member Rewards Application ex: points,rewards, incentives (MetroPlus, 2017)
  • What can we do to change?
  • 
  • Develop a clear and consistent marketing communications strategy
  • Revolutionize the patient and provider experience (Petrock, 2017)
  • What can we do to change?
  • Expand to new territories to attract new customers
  • Utilizing the survey results to create a Member Retention program
  • After expansion to new territories, membership will increase by 15% in 2020.
  • *Please refer to the list of references in ILearn Forum Post- C. Fletcher*
  • Where do we want to be?
  • MetroPlus is #1 with us!
  • 
  •  "Improved retention rates also may result in members who are more satisfied with their existing insurance and thus more likely to recommend the plan to other prospects, which in turn reduces the costs of bringing in new customers." (Frack, 2014)
  • More customers will choose MetroPlus as their health plan! 
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